Client Success Manager / Sr Living Pharmacy

PharMerica•Phoenix, AZ

8d•Onsite

About The Position

PharMerica is seeking a Client Success Manager to cultivate and maintain strategic relationships with senior living clients. The role focuses on customer satisfaction with pharmacy services, issue resolution, and client retention. The territory is the Phoenix, Arizona area, and the position requires regular travel throughout the territory. The position cannot be performed remotely from outside the listed territory. The schedule is Monday through Friday, with hours based on business needs. The Client Success Manager works with the Senior Living team and other PharMerica departments to fulfill client commitments, manage service issues, support renewals and retention, and promote PharMerica products and services. The role also provides client training, prepares business reviews and engagement materials, and supports facility start-ups and transitions. PharMerica is an affiliate of BrightSpring Health Services and provides pharmacy services to skilled nursing facilities, senior living communities, hospitals, and other care settings. Its services include long-term care, home infusion, and specialty pharmacy, supported by technology and regulatory expertise.

Requirements

Bachelor’s degree in business or a related field.
At least 3 years of experience in client management or sales in long-term care or related industries.
Ability to present to all levels of management.
Excellent time-management skills.
Basic computer skills and advanced Microsoft Office proficiency.
Outstanding problem-solving skills and experience in root cause analysis.
Ability to collaborate cross-functionally and experience working within a team.
Ability to perform the essential duties satisfactorily; reasonable accommodations may be made for individuals with disabilities.
Travel within the territory is required. The overview states 80% travel; the responsibilities section states 60–70% travel.

Nice To Haves

Experience with long-term care pharmacy services.
Previous experience in client management, customer service, or client support.
Previous client support experience in healthcare or another business-to-business setting.
Licensed pharmacy technician, RN, or LPN credential.
Salesforce and Axiom experience.
Experience in project management and client-facing customer service.
Strong administrative management background and ability to manage multiple priorities and deadlines.
Strong business-writing experience.

Responsibilities

Work with the Director, Senior Living Account Management, to develop strategies for retaining assigned PharMerica clients.
Work with the Senior Living team to manage PharMerica clients and customers.
Conduct and document meetings with assigned clients.
Coordinate with PharMerica teams to fulfill client commitments and meet service-level agreements.
Own the client issue escalation and resolution process.
Prepare for and participate in client reviews, maintaining related documents.
Document client retention, upselling activities, and interactions in PharMerica’s designated CRM platform.
Provide insight and recommendations for pricing negotiations and contract renewals.
Coordinate with billing, credit and collections, contracting, and marketing to help meet corporate billing and receivables standards.
Prepare quarterly business review and client engagement call materials as assigned.
Conduct routine client-facing training on PharMerica products, tools, and resources.
Provide educational materials to support compliance with PharMerica procedures, tools, and resources.
Support solution selling and upselling of PharMerica products and services.
Ensure a positive experience for the assigned client base.
Collaborate with clients and PharMerica management to implement corporate initiatives and products, services, and tools, and oversee new facility start-ups and transitions.
Compile client reports and assist with CRM data management and issue resolution management.
Attend PharMerica corporate or networking events and conferences as needed.
Mentor other associates as needed or required.
Perform other assigned tasks and conduct responsibilities in accordance with company policies, applicable laws, and professional standards.